Lead Technology Analyst (Hybrid)

Summary

The Lead Technology Analyst ensures the scalability, performance, and reliability of AAA, Inc.'s applications and infrastructure while providing technical consulting on complex projects. This position develops and maintains automated tools and systems to manage and monitor technology infrastructure, working closely with DevOps and Operations engineers to build resilient systems that can scale seamlessly. The Lead Technology Analyst also responds to on-call incidents, troubleshoots issues, and implements solutions to prevent future disruptions.

Duties & Responsibilities

• Monitors, measures, and analyzes system performance and availability of one or more production applications. Develops and maintains automated tools and systems to manage and monitor infrastructure, reducing manual intervention and human errors.
• Responds to on-call incidents, troubleshoots issues, and works with support to identify the root cause of production issues. Implements solutions to prevent future disruptions.
• Analyzes, reviews, and assesses capacity needs to increase operating efficiency and works on scaling services to handle increased traffic or usage.
• Confers with Supervisor and works closely with DevOps and Operations engineers to build resilient systems that scale seamlessly.
• Corrects application errors using methods such as modifying WAF rules or altering available system resources.
• Compiles and writes documentation of system operations (i.e., runbooks) and subsequent revisions. Trains support technicians on runbook procedures. Collaborates with DevOps to update runbook documentation.
• Identifies, analyzes, and defines business operations and information requirements. Identifies performance and quality criteria, assesses monitoring needs, and implements monitoring solutions. Develops dashboards for use by support technicians.
• Provides administration and works on continuous improvement of the ticketing system.

Requirements, Competencies, and Certifications:

• Strong knowledge of computer hardware, operating systems (e.g., Windows, Linux), and common software applications. Proficiency in standard PC applications.
• Excellent problem-solving skills and attention to detail.
• Strong communication and collaboration skills.
• Complete knowledge of application development, operating environments, and documentation.
• Exposure to structured methodologies, fact-finding, and technical writing.
• Excellent customer service attitude, analytical problem diagnosis, and resolution skills.
• Familiarity with networking concepts, protocols, and troubleshooting.
• Encourages and supports the success of others.
• Demonstrates an awareness of strengths, limits, and areas to improve. Develops technical proficiency by attending formal training classes, on-the-job training, and self-paced studies.
• Openly shares and solicits ideas through dialogue, and is clear about their intentions.
• Uses time effectively; anticipates obstacles, adjusts priorities as needs change, and keeps others informed of progress.
• Aligned with our commitment to inclusion across race, gender, age, religion, identity, and experience – a value that drives AAA forward every day.
• Excellent interpersonal skills. Self-motivated and adaptable in a fast-paced, dynamic, deadline-driven environment.

Education & Experience:

• Bachelor's degree in computer science or information technology and two (2) to five (5) years of programming, systems analysis, or Systems Administration experience.
• Strong knowledge of cloud platforms (e.g., AWS, Azure, Google Cloud).
• Proficiency in scripting and automation tools (e.g., Python, Bash, Ansible).
• Experience with monitoring and logging tools (e.g., Dynatrace, CloudWatch).

Hiring Range: 
This position is also eligible for participation in AAA, Inc.'s Annual Incentive Plan.

AAA, Inc. is committed to paying competitively and equitably. The posted range for this position represents competitive compensation based on market data, internal equity, and the skills and requirements of the position. The compensation offered will depend on your qualifications and experience.

AAA, Inc. supports a flexible work environment for our associates. We are committed to collaboration, innovation, and work-life balance and offer a hybrid work model of three days in-office and two days at home (or whenever you work best) each week.

AAA, Inc. is not accepting unsolicited assistance from any search firms for this employment opportunity. All resumes submitted by search firms to any employee working at the AAA, Inc. offices, either by email, the Internet, or in any form and method without a valid written Statement of Work in place for this position from the AAA, Inc.'s Talent Acquisition Department will be deemed the sole property of the AAA, Inc.'s Office. No fee will be paid if the AAA, Inc. office hires the candidate due to the referral or through other means.